249. Maximize Your STR Guest Experience with Tyann Marcink Hammond of TouchStay

·33 min·3 clips

Tyann Marcink started listing on Vrbo in 2007, when you had to mail physical photos for approval.

The episode begins with host Tim Hubbard introducing Tyann Marcink, known as the Queen of Guest Experience, who works with TouchStay. Tyann recounts starting in the short-term rental industry in 2007, using Vrbo when listings were manually reviewed and photos were often mailed physically. She explains TouchStay as a digital guidebook that replaces messy, physical house manuals, allowing guests to access information on their devices via a link. Tyann discusses the importance of communication timing, citing a TouchStay study that found guests receiving three or more messages spend more, and six or more doubles spending. She details her communication flow with up to 25 touchpoints, tailored to booking windows and guest types, such as using texts near arrival for business travelers. Tyann describes how TouchStay enables upsells through embedded forms, like charcuterie boards, and integrates with property management systems for personalization. She advises hosts to include the three most-asked questions in guidebooks, tailored to location-specific needs. Tyann shares her property portfolio, including large houses in Branson and a converted 1902 bank in Missouri wine country, and mentions pre-booking properties before completion. She recommends a one-page laminated guide on the fridge with emergency info and a QR code to the digital guidebook. Tyann highlights using videos in TouchStay for different learning styles and discusses her remote hosting approach with a small team. The conversation covers the evolution from printed materials to digital tools and the role of community, like her 'House of Baddies' group, for non-financial enrichment. Tim concludes with resources for listeners, including Tyann's social media and a free AI prompts document.

As heard by us

A grounded look at using guest questions and digital guidebooks to make short-term rental stays feel more personal.

Guest experience is treated here as a working system for short-term rental operators, with TouchStay positioned as more than a digital spot for house instructions.

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Why you'd press play

You want guests to feel known before they arrive, and Tyen shows how a digital guidebook can do more than hold house rules.

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